Shop employees are facing increased levels of abuse from customers, including being spat at, punched, and experiencing panic attacks. The Retail Trust charity highlighted a concerning trend of mistreatment towards workers, with over three-quarters reporting intimidating behavior in the past year. Nearly a quarter of staff members have even been physically assaulted.
According to a survey by the charity, more than 40% of shop workers endure abuse or attacks on a weekly basis, marking a 10% increase from the previous year. Additionally, 45% believe that the abuse has worsened over the past two years. The Retail Trust is advocating for respect towards employees, emphasizing small gestures like greetings and smiles during shopping trips, especially in the lead-up to the holiday season.
Efforts are underway to establish a separate criminal offense in England and Wales for assaulting shop staff as part of the government’s response to a surge in retail crime. However, the Retail Trust warns that this measure may not address the pervasive rudeness, hostility, and aggression faced by workers that do not qualify as criminal behavior but have become commonplace.
Former store manager Michael Fowler shared his traumatic experiences, recounting nightmares, panic attacks, and flashbacks due to the relentless abuse he encountered daily. Stephanie Michelle, an independent retailer worker, expressed how customers’ demeanor can predict negative interactions, noting a recent escalation in disrespectful behavior towards staff.
Freelance makeup artist Lauren Oakley detailed her own encounters with abuse in retail, including instances of being shouted at and reduced to tears. She attributed shifts in customer behavior to the Covid-19 pandemic, suggesting that the instant gratification of online shopping has heightened frustrations when faced with in-store limitations.
Chris Brook-Carter, CEO of the Retail Trust, acknowledged the proposed legal changes but emphasized that addressing assaults alone may not curb the pervasive mistreatment faced by workers daily. He highlighted the toll on mental health caused by routine abuse, noting that many employees feel compelled to leave jobs they once cherished due to the relentless hostility and lack of respect from customers.